Job Description Experience : Total Experience: 0 - 2 Years Freshers will also do Academic Qualification Any Graduate (First Class Academics Record) BE / BSC Computer science will be preferred Role Responsibilities: Handle IT support requests throughphone, chat, and email . Monitor support queues and ensure tickets are handled withindefined SLAs . Troubleshoot and resolvebasic technical issuesremotely by guiding users or taking remote access. Escalate unresolved or complex issues tohigher-level IT support teamswhen required. Coordinate with internal technical teams to follow up onopen incidents and problem tickets . Preparebasic reportsrelated to tickets, incidents, and service performance. Maintain accurate records ofhardware and software issues . Create, update, and followKnowledge Base documentsto support the Service Desk L1 team. Accurately classify tickets by type (Service Request vs. Incident) and assign appropriate priority levels based onUrgencyandImpactto the business. Maintain a detailed audit trail by documenting every action taken, communication sent, and troubleshooting step performed within the ticket’s work notes.Primary Skills · Technical Acumen · Good Communication Skills · Team Player · Worked with Incident management process · MS office skills (Excel /Word/PowerPoint).Secondary Skills Knowledge on ITIL / ITIL certification would be an added advantage Telecom / Retail background would be preferred. Any computer related course will be an advantageAdditional Information No work from Home will be provided Shift will be on Rotational basis One Week Off will be given on rotational basis
Job Title
Service Desk Management